Last updated on November 21st, 2022
Remote Desktop Software Is All About Improving Lead Conversion Rates
By Anjali Gupta, Market Analyst at SelectHub
As COVID-19 continues to spread globally, most organizations have introduced work from home policies to reduce the impact of the pandemic. Companies worldwide have started encouraging workers to work from home by turning to remote desktop software to manage and access business devices from anywhere.
With the right solution in place, your agents can access workstations via internet and local networks from anywhere in the world. You can use your smartphone to access or manage files on a business PC or laptop without leaving your comfort zone. This flexibility and versatility help employees and business owners remain safe during these challenging times without compromising their productivity.
This guide to remote desktop solutions is a crash course in selecting the right system for your business. To begin, we’ll start with a rundown on this unique tool of help desk software. Next, we’ll cover different features, deployment methods, benefits and industry reasons for implementing a remote access solution. It’ll also help you discover your needs and priorities by discussing the powerful and unique tools to compare and shortlist for your new tech investment. By the end, you’ll be able to compare providers and pick the best software for you.
- Remote desktop software allows agents to access their company workstations and solve issues from any device.
- Using the software is simple and generally only takes a few minutes to set up.
- Many versions of Windows come with built-in remote access, but if you run a call center or any business, consider a third-party tool for the best performance and functionality.
- Handle complicated tasks such as controlling client’s computers and dealing with technical issues from any device by connecting remotely to a more robust system
What This Guide Covers
- What is Remote Desktop Software?
- Deployment Methods
- Implementation Goals
- Advanced Features to Consider
- Current Trends
- Software Comparison Strategy
- The Most Popular Remote Desktop Software
- Questions to Ask Yourself
- Questions to Ask Vendors
- In Conclusion
What is Remote Desktop Software?
Remote access is an integral part of help desk software that helps users connect a distant network or a computer. The system joins two or more networks in different geographical locations. Computer manufacturers and call center systems commonly use help desk programs for troubleshooting.
This software establishes a connection between a distant and local host over an internet network allowing users to access the server properly. Users can collaborate with other team members through video conferencing, messaging and more.
Factors to Consider Before Buying Remote Desktop Software
To reap the maximum benefits from the solution, look at the following factors before finalizing your decision.
Remote Desktop Software Categories
- Help Desk
- Live Chat
- Sales Force Automation
Make sure your software offers excellent data security. While many vendors in the market promise to protect systems, it’s vital to conduct some thorough research by checking their records and customer reviews to verify all claims. Also, ensure that the security measures of your chosen provider comply with the latest industry standards.
Focus on features that are important to your needs and serve your organizational goals. Some essential capabilities to check are mobile access, compatibility with existing operations, file transfer speed and more. Make sure that your software has an interactive and intuitive interface.
Your vendor should offer active and reliable customer support with 24/7 availability via various channels, including live chat, calls, SMS and more. Some solutions may also require live support from customer representatives, especially while solving complicated issues.
When it comes to remote desktop software, multiple deployment methods cater to today’s market. You can choose between on-premise installation, cloud-based deployment or a hybrid combination of two. Cloud-based installation is in fashion these days because of its reduced maintenance, automatic upgrades, flexibility, fewer data breach risks, and lower upfront costs. On the other hand, on-premise software has customizable options and doesn't require an internet connection or a reliance on vendors.
Generally, the type of deployment that works best for your organization depends on your size. Small or midsized businesses that lack IT and technical expertise usually opt for cloud applications. These ventures need an easy-to-use, lightweight system. Companies with a robust IT team and expertise can go for on-premise deployment and save significantly in the long run.
Freedom To Work From Anywhere
A remote desktop offers complete flexibility and freedom to work from any part of the world. It connects with work computers and access programs, hardware devices and files on your schedule.
Keeps Data Secure
Store all your information in secure data centers with zero possibility of a data breach when you work remotely. State of the art technology protects the connection through a remote access tool to eliminate risks like data loss and hacking.
Unattended Access to Client's Desktop
The unattended access feature of the software gives you permanent access to your customer's desktop. Reduce the chances of annoying clients whenever you need access to fix technical issues. The system also helps you remove obstacles like balancing office working hours and different time zones.
Sometimes, agents need to troubleshoot multiple client problems simultaneously. In this case, a remote access system helps them handle connections to more than one desktop at a time. The session handling features let them switch between support sessions whenever needed.
Reboot And Reconnect the Remote Desktop Automatically
Imagine a situation when your client's desktop freezes while you’re logging in remotely on their computer. In such cases, the remote access tool reboots the desktop and automatically reconnects.
Share Desktop Environments Simultaneously
Pretend you’re a school teacher working remotely. In this case, your desktop is the host computer, and you can share its environment with the remote users, i.e., students. Students who face issues while learning can present their screens through a two-way desktop sharing feature.
Adjust the Resolution Of the Remote Desktop
Sometimes the client's resolution may vary from your desktop, making it challenging to work remotely for many reasons such as larger or tiny pixels if the remote desktop, small/blurry text and images and inappropriate size of the distant mouse. For these reasons, agents use “remote screen scaling” to adjust their desktop's remote control window according to their client's display so that they can access it seamlessly and resolve issues in one go.
Increase Customer Satisfaction Rate
One of the primary aims of all remote desktop software is streamlining and improving business-customer relationships. From remote printing to real-time chatting capabilities, the software effectively improves customer satisfaction rates by helping agents stay available to address queries regardless of their geographical location and device availability.
Boost Workflow Efficiency
The software lets you do more in less time by centralizing all data and activities, giving everyone access. Moreover, automation and multi-device access reduces the work of transferring files from one system to another.
Improve Customer Retention
Offer support to clients from mobile phones or any other device even when you’re not at a workstation. Reduce the chances of missed calls and enhance customer satisfaction and retention rates.
Drive Profits and Revenue
By offering 24/7 agent availability, you can nurture potential clients and convert them into customers.
Stay Ahead of Competition
Stay ahead of competitors with prescriptive and predictive analysis, machine learning and AI techniques that help you determine the best approach and strategy to reach customers with the highest success probability.
Basic Features & Functionality
|Built-In Chat Feature|| |
Speak with clients over live chat while working on their desktop, eliminating the chances of distraction and wasting time.
|Unattended Access|| |
Connect to a client’s computer regularly to provide support and technical assistance without disturbing them.
|Two-Way Screen Sharing|| |
Access a remote desktop and share the screen with one or more clients simultaneously.
|Screen Recording|| |
Record on-screen action for future reference, audit activity and educational purposes.
|Remote Printing|| |
Access files remotely and print from anywhere.
|Auto Reboot and Reconnect|| |
Wipe computers clean by clearing out caches and deleting memory.
|Switch User|| |
Log in as a different user and install updates and new software.
Advanced Features & Functionality
|Session Usage Reporting|| |
Gain insight into how your clients use software to track and improve team performances.
|Multi-Window Control|| |
Switch between various remote control windows and transfer files from one device to another.
|File and Clipboard Transfer|| |
Replace corrupted data or install applications from the computer. This feature also helps agents to give commands or copy scripts to remote systems.
Current & Upcoming Trends
Using Multiple Environments
One of the latest trends seen in remote access systems is connecting with various remote desktop control windows so that the agents can offer support to multiple users simultaneously and stay productive. Agents can also switch between remote control windows whenever required.
Remote work will continue to grow in the future, especially among small businesses. Due to this growing trend, it’s essential to protect key business networks and facilitate strong workforce productivity by leveraging highly sound and secure cybersecurity features such as penetration testers, secured servers and encrypted data that can help in protecting networks.
Software Comparison Strategy
You can find lists of the best and worst remote desktop software on the market, but there's no one-size-fits-all approach because every business has different requirements and customer support needs. What may work for one may not be the best for another.
To find the most appropriate software, you must first determine the most important features for your business. Then, rank those needs with the help of a requirements template. Before you start comparing between two providers, analyze what your competitors are using. Once you have the answer, search for a platform that provides those extra capabilities.
Cost & Pricing Considerations
The cost of remote desktop software for all three types of deployment (on-premise, cloud-based and hybrid) depends on how you install and pay for it. If you choose to opt for a cloud-hosted solution, you may need to pay for an ongoing subscription based on the number of users. For on-premise software, you’ll pay a one-time fee or recurring license purchase. Before figuring out your final pick, consider extra operation expenses and the total cost of ownership. Common additional expenses include add-on capabilities, training, maintenance, implementation support, version updates, data migration and customization.
The Most Popular Remote Desktop Software Software
Although “best remote desktop software” depends on your company’s needs, we’ll examine some of the industry leaders that have successfully addressed the needs of most organizations. Read on for a brief overview of the highest-rated products according to our analysts.
Zendesk is one of the premier international scalable service providers, offering streamlined customer and sales support products. It’s known for its world-class customer support across multiple channels with automation, pre-built dashboard, dynamic forms and customer ticket fields. The AI-powered bots optimize engagement by answering FAQs, providing 24/7 support, collecting information, auto filing tickets and delivering chat transcripts.
The customer spotlight box.
NABD Customer Service
NABD is a customer support system that combines with a workflow engine to manage and monitor business functions on the cloud. It enables agents to manage customer tickets, service contracts and account & customer information while providing an exceptional customer experience and ensuring cost optimization and employee productivity.
An example of a corporate user profile.
Freshdesk is a cloud-hosted help desk solution that boosts customer satisfaction and engagement rates by simplifying ticketing with multiple customization options for agent roles, ticket forms and portals. This system also provides a field service module with quick issue resolution, omnichannel customer engagement and automatic appointment management. Its map view function lets users track dispatches in real time and lets agents manage information and identity access for data security.
A preview of a mobile application.
LiveHelpNow is a customer support solution that offers support solutions across multiple channels and makes communications smooth and convenient for agents. It allows users to communicate with customers in real-time via messenger, live chat, email, Facebook messenger and SMS. The app displays a centralized view of incidents, problems and customer requests to businesses. Its main attributes include analysis and reporting, instant language translation, conversation tracking and ticketing support.
A dashboard preview.
Sysaid is designed with robust built-in and automation remote control to support users working remotely. It’s a multi-layered ITSM Solution that simplifies customer interactions through asset automation, help desk, service management, ITSM and ITSM+. It offers a comprehensive solution that can help agents manage the entire backlog across the organization's operational client base.
Monitor patient vitals using patient engagement tools
Questions to Ask Yourself
Before taking a pick, ask these questions to yourself that can help organizations streamline your selection process:
- Can this software meet your organization’s requirements?
- Do you need to integrate your remote access with other software, like an ERP?
- What’s the vendor’s turnaround time for support in case there’s a system emergency?
- Which is better: cloud or on-premise deployment?
- What channels does this software support?
- How will it enhance your organization’s productivity?
- How many people can the software accommodate? Are you prepared for sudden customer growth?
- Does your product have guaranteed uptime or any other assurances you won't get disconnected with a customer?
- How well does the software work for recording customer calls to facilitate training later?
Questions to Ask Vendors
Use these questions as a starting point for conversations with vendors.
About the Software
- How often are updates offered?
- Do automatic updates impact the software's accessibility?
- How well does the software integrate with other Business Intelligence tools?
- What features cost extra?
- Is there training to support user adoption?
- Is there a guarantee of satisfaction?
About the Vendor
- What is the cost of customer support?
- What do the providers specialize in? Can they serve organizations of all sizes?
- Is customer relationship management the main priority of the vendor?
- What is the track record of customer success?
- What redundancy and security protocols provider follows to protect data?
- What kind of support do they offer? Phone support? Email? Live chat??
- What’s the long-term viability of your provider?
Remote Desktop Software is an essential part of a help desk system and streamlines critical components of an organization’s customer support process. It enables you to stay on top of leads and create long-term customer relationships through modern and robust tools that improve communication, team workflows and collaboration. Before choosing the product for your business, you must research extensively before so that it can match your exact needs and offer unmatched results.